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AGENT SERVICES

Agent Services for Life & Annuity Operations

Some carriers need a partner to run the whole administration operation. Others just need experienced hands on specific workflows. Agent Services adds insurance-experienced professionals and proven workflows to your team, with appropriately licensed personnel where the work requires it.

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Define the workflows your team needs help with

The evaluation can start with the work the carrier wants to transfer and the control it wants to keep.

  1. Responsibilities retained by the carrier

    Which responsibilities stay with the carrier?

  2. Work assigned to Agent Services

    Which move to the partner?

  3. Ownership of decisions and controls

    Who owns decisions, exceptions, controls, and responsibility for each part of the customer experience?

Operational support for new business and in-force policies

TARGETED OPERATIONAL SUPPORT

Insurance operations support with Agent Services

Insurance-experienced professionals and proven workflows that extend the carrier or distributor team, with appropriately licensed personnel where the work requires it. Scope, controls, and service levels are set in the engagement.

  • New business and case processing
  • Underwriting case support
  • Commission processing, reconciliation, and administrative support, based on the agreed service scope
  • Policy servicing and policyholder support within agreed carrier-authorized workflows, scripts, and controls
  • Scalable operational support and service-level reporting based on the agreed engagement
Talk to Zinnia about Agent Services Insurance operations support with Agent Services

How to evaluate insurance operations support

Much of the distinction comes from the operating model around the work, not just the ability to process a transaction.

01

Scope and accountability

Define which lifecycle activities move, which stay, and who owns decisions, exceptions, controls, and responsibility for each part of the customer experience. The carrier remains the insurer of record. Zinnia personnel perform only the activities authorized by the engagement and permitted by applicable licensing and regulatory requirements; the carrier retains responsibility for insurer decisions unless otherwise permitted and expressly delegated.

02

Technology and integration model

Map applications, policy data, documents, payments, finance, portals, distribution systems, and third-party services into the operating model.

03

Financial and operational control

Define which financial and operational controls are in scope, including applicable reconciliation, payment controls, GL support, exception handling, audit evidence, quality controls, and escalation paths.

04

Visibility into the supported work

Look for workflow-level service reporting, aging work, exceptions, escalations, agreed performance measures, and governance that keeps the carrier informed without forcing it back into transaction management.

Build on the systems the supported work runs through

Added capacity only helps if the work arriving is clean and the systems behind it hold. The capabilities below are the surfaces the supported work touches — where new business comes in, where policies are held, and where policyholders go to serve themselves — and each one shapes how much of a day goes to exceptions rather than cases.

Each stands on its own and works alongside the people Zinnia provides, so the support model has room to widen as volumes, products, or channels grow. TPA Services is the same work at a broader scope, for when extending the team stops being the right answer.

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Agency & Distribution Management

Discuss your operational support needs with Zinnia

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The answer may be full administration, targeted capacity, or a staged path between the two. Define the responsibilities, controls, and outcomes first, then choose the operating model.

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